Salesforce Program Manager & Administrator

Job Description

Position Title:

Salesforce Program Manager & Administrator

Department:

IT / Business Systems

Reports To:

VP Integration and Transformation

Location:

In-Person (Woonsocket, RI)

Employment Type:

Full-Time

Position Overview

The Salesforce Program Manager & Administrator combines hands-on Salesforce development with project portfolio ownership and vendor liaison responsibility, delivering high-quality CRM solutions across Surplus Solutions. This role owns the Salesforce environment and project portfolio end to end — taking in requirements from across the business, prioritizing them with leadership, building or configuring smaller enhancements directly, and serving as the primary technical point of contact with SSLLC's external Salesforce development partners for larger builds. The role also serves as the first line of triage for internal support cases, making sure issues are properly scoped, resolved or routed, and closed out with minimal disruption to the business.

Key Responsibilities

Salesforce Ownership & Development

• Own and administer the Surplus Solutions Salesforce environment day to day.
• Take in requirements and enhancement requests from all departments and work with leadership to prioritize based on ease of implementation and overall business impact.
• Design, configure, and develop smaller Salesforce enhancements directly, using Apex, Lightning Web Components, flows, and APIs.
• Serve as the primary technical point of contact between SSLLC and its external Salesforce development partners for larger builds.
• Document Salesforce workflows, configurations, and business rules to build institutional knowledge that doesn't depend on any single partner.

Partner & Vendor Liaison

• Translate business requirements from Operations, Sales, and other stakeholders into clear specs that development partners can scope and execute against.
• Hold partners accountable to project timelines, budgets, and quality standards; escalate and drive resolution of delivery issues as they arise.
• Coordinate contracts, statements of work, and invoicing with development partners alongside Finance and leadership.

Project Portfolio & Delivery

• Own the full Salesforce project portfolio, maintaining visibility into what's in flight, what's queued, and what's complete.
• Define project scope, objectives, deliverables, and timelines aligned with business requirements.
• Develop and manage project plans and resource needs; lead cross-functional teams to deliver on time, within scope, and within budget.
• Coordinate user acceptance testing (UAT) and stakeholder sign-off prior to deployment.

• Provide regular project updates to senior management and clearly communicate risks.

Support Case Triage & Resolution

• Serve as the first point of contact for internal Salesforce support cases.
• Triage incoming issues by severity and impact, resolving straightforward issues directly and routing larger or technical issues to a development partner or the project queue.
• Communicate resolution timelines and status clearly to affected users and their managers.

Qualifications

Required

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 3+ years of Salesforce development experience and 2+ years of project management experience, preferably on CRM or other business-systems projects.
• Experience working directly with external development or implementation partners/vendors.
• Strong knowledge of Salesforce architecture and customization, with working proficiency in Apex, SOQL, and Lightning Web Components.
• Excellent written and verbal communication, leadership, and problem-solving skills, with comfort moving between technical and non-technical audiences.
• Familiarity with project management tools and methodologies.

Preferred

• Salesforce Platform Developer certification(s).
• Agentforce training or experience building Agents for business-system tasks; Agentforce certification a plus.
• Experience in a lab equipment, distribution, or asset-management business.
• Familiarity with NetSuite, DocuSign, or other systems integrated with Salesforce.

Key Competencies

Technical Fluency: Comfortable building hands-on in Salesforce as well as directing partner-led development.

Vendor Management: Holds external partners accountable while maintaining a productive working relationship.

Project Ownership: Drives initiatives from intake through delivery without needing to be chased.

Triage Judgment: Quickly separates urgent issues from routine ones and routes work accordingly.

Cross-Functional Communication: Bridges technical and non-technical audiences clearly and credibly.